Lindquist Dental Clinic for Children
STRATEGIC PLAN 2011-2014 BOD APPROVED Oct. 26,2011 rev. Feb 6, 2013
OBJECTIVES
VISION STATEMENT
LDCC is a thriving, state-of-the-art practice which,
through the collaborative efforts of its staff, board and
other members of the community, ensures that all
Puget Sound children in need achieve optimal oral
health.
MISSION STATEMENT
To provide accessible, compassionate, and effective
dental care to Puget Sound children in need. (“ACE””)
1)
2)
3)
4)
5)
6)
7)
Increase utilization of dental care services,
including follow-up for controllable conditions.
Reduced barriers to receiving dental care.
Eliminate missed school days due to poor oral
health.
Eliminate long-term systemic health problems due
to effective dental intervention and prevention.
Dental care for children of all ages.
A leading provider for affordable dental care.
Serve as a model for other pediatric dental
practices (profit and not-for-profit).
VALUES
We believe that:

All children should have a healthy mouth.

All individuals are entitled to high quality,
affordable dental care, delivered in a nurturing,
respectful environment.

Our operations should exhibit the highest
standards of integrity, professionalism, ethics and
business acumen.
We deliver:

Professional, high quality dental care.

Patient-centered care, with an emphasis on
prevention.
We provide:

The experience of a personal, private practice for
our patients and families.

A safe, vibrant and productive workplace.
KEY STAKEHOLDERS









Patients and their families
Orally unhealthy children who are not yet patients
Funders (eg. WDSF, United Way, Pierce County,
other South Sound counties, DSHS, foundations)
Community-at-large
Community service providers and schools as
referrals and collaborators
Board members
Staff
Vendors
Tenants
DREAM: RESULTS OF PEAK PERFORMANCE
Looking ahead to 2014, what “better world” might
LDCC accomplish if its greatest assets, peak moments
and most significant accomplishments become the
norm – all the time?

The $1,000,000 Smile Campaign exceeds its goal
by the end of 2012.

Bremerton and Thurston County clinics are
completed.

LDCC is recognized throughout the community as
the “place to go” and a model for children’s dental
health.

LDCC has become a paperless system with one
touch data entry.

Barriers removed to taking LDCC screening and
educational services into the schools.

Expansion of a franchise model beyond the South
Sound.
DESIGN ELEMENTS:
KEYS TO DELIVERING THE DREAM
In order to achieve our DREAM we have identified
seven key areas around which we will develop our
Goals, Measures of Success, Strategies, and
Implementation Plans:
1)
2)
3)
4)
5)
6)
7)
Financial Sustainability and Accountability for
Current Operations
Philanthropy
Community Image, Branding and Marketing
Expansion, Collaborations and Accessibility
Board of Directors
Organizational Structure and Continuity
Technology
DESTINY: GOALS/MEASURES OF SUCCESS/
STRATEGIES/IMPLEMENTATION
DESIGN ELEMENT #1: Financial Sustainability and
Accountability for Current Operations
GOAL 1.1: Maximize revenue from all sources.
Measures of Success

Grow annual operational revenues by 6% each
year.

Achieve an annual gross operating profit margin of
at least 10% each year.

Increase total annual income after write-offs by
10%.
Strategies

Improve financial systems processes.

Financial forecasting and oversight.

Increase % of revenue from philanthropy.

Implement policies for efficiencies in treatment
and supplies
GOAL 1.2: Maintain financial stability.
Measures of Success

Maintain at least 1.5 months reserves.

Each clinic is able to maintain own operating
expenses.
BOD APPROVED 10/26/2011
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Lindquist Dental Clinic for Children
STRATEGIC PLAN 2011-2014 BOD APPROVED Oct. 26,2011 rev. Feb 6, 2013
Strategies

Reduce budgetary reliance on DSHS client
reimbursements so that their independence does
not imply a financial burden for LDCC.

Increase diversity in revenue streams
(ie: TriCare Dental)
IMPLEMENTATION TEAM

Finance Committee

Chair Vince, Treasurer Jim, Clint

Linda

Carolyn, Convener (Nicole)
Strategies





FIRST IMPLEMENTATION STEPS
WHAT
WHO
BY WHEN
Meet to refine measures
and develop strategies
I-Team Team
(Carolyn to
convene)
Before 2/16

Goals, strategies and
measures of success
ready for Board approval
Finance
Committee
and BOD
Complete


DESIGN ELEMENT #2: Philanthropy
GOAL 2.1: Increase contributed income and
diversity of sources for sustainability and capacity
building.
Measures of Success

Successful million dollar campaign by end of
December 2012.

Raise $100,000 in Endowment Fund for
Uncompensated Care by the end of 2014

Increase annual income contributed by
individuals, businesses and partnerships to
$200,000 by the end of 2014

Be poised for additional expansion through
philanthropic efforts
Share
recommendations to
the Board
Goals, strategies and
measures of success
ready for Board
approval

Develop and cultivate individual donors we
currently have in database
Increase the number of individual donors (was 43
in 2010) to 500 unique individuals
Diverse and creative resource development.
Collaborative partnerships that do fundraising for
LDCC (ie: golf tournaments, raise the paddles,
day at the Rainiers etc)
Apply for 2 times the amount needed in grant
money for capital, uncompensated care and
dental outreach annually.
Implement a bi-annual direct mail campaign
targeted do reach those that have given to health
care and other children’s agencies in the South
Sound.
Hold carefully-targeted, cost and time-effective
event(s) to increase giving by current and
prospective donors.
Board to be involved in helping to identify potential
donors and invite friends to LDCC events and
tours
Create an professionally managed endowment
fund for uncompensated care after completion of
Million $ Smile Campaign
IMPLEMENTATION TEAM

Philanthropy Committee

Chair and Convener Ann V., Julie H., Shirlee

Susan

Carolyn
Development
Committee
4/27/2011
Development
Committee and
BOD
5/25/2011
DESIGN ELEMENT #3: Community Image,
Branding and Marketing
GOAL 3.1: Increased utilization of LDCC services.
Measures of Success

Each LDCC clinic is growing according to
established growth plan

Maintain at least 80% or better in our Outcome
Based Evaluation Planl –already established

Recall % at established recall goals for each
clinic

80% or more of LDCC constituents (ie patients,
partners, community agencies etc) survey
responses indicate favorable responses in
regards to LDCC
Strategies

Develop and implement a tool to track patient
satisfaction.

Track new patients (demographics, referral source
etc)

Review and establish growth plan for individual
clinics

Review and establish recall % goal for individual
clinics
GOAL 3.2: Increase community awareness of
LDCC and its mission.
Measures of Success
FIRST IMPLEMENTATION STEPS
WHAT
WHO
BY WHEN
Create a draft of
measures of success
and strategies
Meet to discuss goals,
measures of success
and strategies
Susan and
Carolyn
Before I-Team
Meets
I-Team (Ann V. to
convene)
4/11/2011

Meet return on investment goals for
individual marketing activities

80% of patient, community &/or, partners
etc survey responses are favorable
BOD APPROVED 10/26/2011
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Lindquist Dental Clinic for Children
STRATEGIC PLAN 2011-2014 BOD APPROVED Oct. 26,2011 rev. Feb 6, 2013
Strategies

Clinic marketing to increase patient volume in all
clinics (except Parkland, until expansion is
completed).

Marketing to the military.

Strengthen brand and maintain consistent
messaging/branding in all we do.

Develop a marketing tool kit

Increase and solidify intra and internet features,
accessibility and tools.

Develop a competitive matrix

Surveys for patients, community partners, and
others where appropriate..

Establish ROI ratesTracking return on Investmentweb trafficking, google alerts, social media hits,
friendraisers – in line with set goals
IMPLEMENTATION TEAM

Rusty

Gretchen

Karyn (Convener)

Ann V.

Carolyn (cameo appearances)
Measures of Success (by the end of 2014)

Completion of planned expansions (Parkland,
Bremerton, Thurston).

In line with projected utilization for each location

Develop partnerships with school and community
agencies

Increase the amount of school and community
dental outreach encounters annually

Increase military patients in existing clinics

Bremerton military % TBD
Strategies

Grow the uncompensated care scholarship fund to
remove barriers

Evolve Dental outreach program (streamlined,
cost-effective & flexible processes; expanded


FIRST IMPLEMENTATION STEPS
WHAT
WHO
BY WHEN
Check for baseline
measures/capabilities
before first meeting
Meet to discuss measures
of success and strategies
Present draft of adjusted
measures of success and
strategies to the Board
Karyn
??
I-Team (Karyn
to convene)
I-Team
Before 2/23
2/23



teams to increase encounters; strategically
diversify geographic/school district alliances)
Partner with community resources and leverage
partnerships in regard to education, philanthropy
and access.
Maintain capacity at existing clinics. (Design
Element #3 too); sub-strategy includes optimal
hours of service
Optimal utilization of contact management system
Utilization of Social Media
Use objective analysis criteria & process in
evaluation of future expansion & partnership
opportunities
IMPLEMENTATION TEAM

Carolyn (Convener)

Director Team (Linda, Karyn, Susan, Abbe, Dr.
Shinn)
DESIGN ELEMENT #4: Expansion, Collaborations
and Accessibility
FIRST IMPLEMENTATION STEPS
WHAT
WHO
BY WHEN
GOAL 4.1: Increase access to LDCC services for
South Sound children in need.
Refine measures of
success (eg. survey
tool) and strategies
I-Team
4/25 (BOD
mtg on 4/27)
DESIGN ELEMENT #5: Board of Directors
GOAL 5.1 Maintain a diverse, actively engaged
Board of Directors.
Measures of Success

Have 15 actively engaged board members with an
interested candidate list.

Each Board member receives board orientation
and has a committee assignment with regular
attendance.

90% Board member attendance at monthly
meetings.

Board composition reflects diverse professional
backgrounds with representation from each
county served by LDCC.

100% participation in at least 1 LDCC event per
calendar year.
Strategies

Review and update needs/profession for BOD
membership list

BOD self assessment & evaluation as BOD and
individually annually

Executive Committee to be proactive in BOD
engagement through personal contact with
individual BOD members

Community partnership “brainstorm” meetings to
discuss particular BOD membership needs and
recommendations of people in the community for
consideration.
GOAL 5.2: Increase Board of Directors member
participation in board development and training.
Measures of Success

100% receive new member orientation within 60
days of joining.

100% attend at least one board-related
educational activity their first year as a board
member and at least one more every two years
thereafter.
BOD APPROVED 10/26/2011
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Lindquist Dental Clinic for Children
STRATEGIC PLAN 2011-2014 BOD APPROVED Oct. 26,2011 rev. Feb 6, 2013
Strategies

Link on website for BOD training opportunities

Training opportunities listed on each months BOD
agenda

Encourage participant of a training to share a
synopsis with the BOD at our meeting

Recommended reading list

Semi-annual BOD training at the BOD meeting

Brainstorm training topics (ie: County relevant
info, governance, philanthropy etc)


Strategies



WHAT
WHO
BY WHEN
Meet to fine tune
measures of success
and strategies
I-Team/Executive
Committee
2/16, 4:00
p.m., Chevy’s
Report to Board
Executive
Committee
April Board
meeting
DESIGN ELEMENT #6: Organizational Structure
and Continuity
GOAL 6.1: Improve continuity and resilience of
LDCC organizational structure and operations.
Measures of Success

Board-approved written Succession Plan in place
(CEO and key personel)

Written “Continuity of Operations Plan” in place
(ie: Emergency Preparedness, Business
Operations, Clinic Procedures per site)

Annual review and update of HR policies and
procedures.
Review by-laws.
Annual review and appropriate revisions, as
necessary, of the Employee Handbook
HR standardization developed and implemented
Training and development.programs developed,
implemented and communicated
Emergency and succession planning for
personnel, facilities/property, and
equipment/systems
Overall risk management with periodic legal
review/assessment
Establish and implement in-house bookkeeping
processes and guidelines
Measures of Success

Reduced touch point for patient process. __20_%
less time spent.

Implement a oral health education program for
children utilizing technology

LDCC equipment and technology to be in line with
standard of practice as defined by the dental
community
IMPLEMENTATION TEAM

Executive Committee (Chair Clint, Carol, Julie M.,
Ann V., Jim)

Carolyn

Abbe (in some of the analysis/strategy input)

Karyn (in continuity of operations plan

Bookeeper
Strategies

Process review of documents and information
systems to eliminate redundancies and increase
efficiency

Provide training for staff to utilize technology and
new features to the fullest

Utilization of applicable new features within the
Dentrix system ie: text reminders, etc.

Add new interactive features to the website
offering education tools for families and schools.

Implement improved credit card processing for
patient services

Develop and implement streamlined dental
outreach data gathering and reporting.
FIRST IMPLEMENTATION STEPS
GOAL 7.2: Achieve state-of-the-art administrative
technology.


FIRST IMPLEMENTATION STEPS
DESIGN ELEMENT #7: Technology
GOAL 7.1: Achieve state-of-the-art technology for
patient care and education.


IMPLEMENTATION TEAM

Executive Committee (Chair Clint, Carol, Julie M.,
Ann V., Jim)

Carolyn
Timely, accurate and secure accounting/service
reports.
By their first anniversary date100% of employees
have a Professional Development Plan in place.
WHAT
WHO
BY WHEN
Meet to fine tune
measures of success
and strategies
I Team/Executive
Committee
2/16, 4:00
p.m., Chevy’s
Report to Board
Executive
Committee
April Board
meeting
Measures of Success

Streamlined processes – fewer steps necessary to
achieve things

Reduced touch points for administrative work.
Strategies

Contact management system for non-patient
management

Implement improved credit card processing for
philanthropy.
BOD APPROVED 10/26/2011
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Lindquist Dental Clinic for Children
STRATEGIC PLAN 2011-2014 BOD APPROVED Oct. 26,2011 rev. Feb 6, 2013





implement new server interface with computers to
allow for universal login
Cloud back up for LDCC systems
Continual review of network to maintain capacity
Implement exchange or something similar in our
own environment
IT review and schema for LDCC for foundation to
build upon (note: also in goal 6)
IMPLEMENTATION TEAM

Executive Team (Karyn, Carolyn, Linda, Susan,
Abbe, Dr. Shinn)
FIRST IMPLEMENTATION STEPS
WHAT
WHO
BY WHEN
Action plan for
Technology and
Expansion,
Collaborations and
Accessibility
I-Team
2/14 Director
meeting
Final report to Board
for approval
I-Team and BOD
May Board
meeting
Overall Planning Schedule
WHAT
WHO
BY WHEN
Draft goals and
measures of success
Refine goals,
measures of success
and strategies and
report to Board for
feedback
Board approves goals,
measures of success
and strategies
Action plans developed
and shared with
committees
Board
1/26/11
Committees and
Executive Team
Between
1/26/11 and
6/1/11
Board
6/11
Executive Team
and Committee
BOD APPROVED 10/26/2011
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